Even It Up!

Shifting the balance for jobseekers

Aero-care doesn’t care at all!

with 23 comments

We had a supporter email Even It Up! with his recruitment experience at Aero-Care.  He submitted his less-than-glowing-experience to The Lowdown on the Even It Up! website and then emailed the Business Manager of the company.  Unimpressed with the response, he sent the BM’s response to us:

Dear Mr W,

It is unfortunate to hear of your experience with your application process and I have passed on your email to G R. Your experience exemplifies that no person can suit every business.

After reading your letter you have certainly described our application and interview process perfectly – a progressive interview process, with one-on-ones following the group session that I liken to speed dating. First impressions are what counts in aviation and this is where we start – a standard check-in transaction takes less than a minute and is the time it takes to impress a passenger. Thus, the process and briefness used is not one that should offend and is what all applicants go through following a group session. Dealing with passengers from all walks of life, and working in an environment where no day is the same, we require someone who can thrive through adversity, and come out of negative experiences with a positive mindset. Reading your letter and email I can’t help but wonder how you would deal with difficult passengers, or how you would cope when the day is turned upside down with delays and cancellations.

Much as you have expressed below your desire to work for Aero-Care, such is the interest and belief in Aero-Care that we receive hundreds of applications each month, and a large amount of them without advertising. Adelaidians have such a passion for the airport environment and seem to know where to seek their opportunities. Given this high volume of applicants we would only degrade our value of efficiency if we were to spend unnecessary time with applicants. As such we have a robust application and interview process, and whilst it is very different to ‘normal’ experiences or what the text books and web sites may state regarding the ideal interview or application, it is a tried and tested process Aero-Care have used nationally and for some years that results in great employees.

Aero-Care is one big family and the employment relationship must be one that is collaborative, not vindictive, and where values align. If not, once the honeymoon period is over it will fester and result in negativity and the team will suffer until the point of conflict is removed from the business – not everyone is made to fit every business. Whilst you have a passion for aviation, your letter demonstrates that your values are not aligned with that of Aero-Care and supports that the right decision was made regarding your application.

I thank you for the feedback and I wish you all the best in your future endeavours.

Kind Regards,

Business Manager
Aero-Care Pty Ltd

Our supporter felt that he was being bamboozled with corporate speak, and wanted to check if Even It Up! agreed with him.  We did, so we sent our own email to the BM, with Disappointed Jobseeker in the subject line:
Dear Business Manager,

I received a notification from Mr W regarding your recruitment processes, an assessment of which is loaded on the Even It Up! website.  Mr W also sent me a copy of your email response to his feedback of your process.

I take my hat off to Mr W for having the courage to confront you about your practices because, unfortunately, most people feel quite powerless in this situation. They feel that if they speak up, it may harm their future job prospects. He was diplomatic and respectful, which is to be admired in the circumstances.

Your response is typical, I’m afraid, of a business who just doesn’t get the importance of putting an positive employer brand out there, and managing it well.  I would go further and say that your recruitment practices have not been interrogated from the point of view of the jobseeker, which could be severely damaging your brand.

Businesses always talk about “values” and use this term as a defence as to why people are either hired or fired.  Most of the time, and research has shown this, hiring decisions are quite arbitrary despite the assurances otherwise.  I believe that if your company had acted with integrity, and in line with your “values”, you would have copped the criticism on the chin, and instead of being defensive, promised to undertake a review of your recruitment procedures.

You may be interested in reading a blog entry where I explain why employers cannot afford to treat jobseekers badly at https://evenitup.wordpress.com/2009/01/15/what-employers-forget/

If you would like some help improving your jobseeker experience, and enhancing your employer brand, please do not hesitate to contact me.

Diane Lee
Director
Even It Up!

The Business Manager did not bother to get back to either me or Mr W.  Clearly he just doesn’t get the power of positive employer brand, reputation… or the internet!  Even It Up! will now post this entry on Digg, and send it to the BW, and copy in the CEO.  We’ll keep you posted…

Read the General Manager’s response (a day or so later) here.

Advertisements

Written by evenitup

March 21, 2009 at 4:48 pm

23 Responses

Subscribe to comments with RSS.

  1. Ive worked with aerocare for sum time now. Dont come here its better you are on the dole than working for this 3rd world run company. Its appaulling that Virgin uses there services. Bottom line staffing fake delay codes, harrasement of staff and taking advantage of special needs guest and staff.
    If only VB Ceo Borgetti knew just how dishonest they are about short services provided and if only Industrial relations and workcover new how many I.R laws they constantly breach. Example you have to start work 15mins early and after your shift finishes you could be stuck in a debrief for 30mins which your not paid for 3 hour shifts but hey I was at work on shift 3.45hours too bad. You could get called in for a shift and if the shift goes for only 2 hours thats all your paid for.
    Management cant answer any simple work place agreements and if they do its a lie, lie lie lie. They intimidate staff and use a staff log system to write stuff about you without your knowledge.
    Bottom line staffing operations causing injuries and than they harrass them staff to leave.
    Previous manager has recently spoken out on Why they are told to tell people expressing themselves they are negative. Its so they can stop people from forming there own opinions and questioning why they are dodgey.
    On top of that, trainers managers and duty managers that have come from outside the business with absolutely no knowledge and poor english skills to run there operations. Forged training files signatures and lack of training so your sure your going to be dealt checkin delays and lack of information from checkin staff. Hmm!! wonder why they have a large turn over of staff.. Its either they are getting them sacked or they are fed up with constantly being put into a dangerous work place environment.
    p.s Next time your at Syd Int and you see a P.B staff running at 100 miles an hour he probaly is doing so the cause the company manager said to him “Are you the face of Aerocare? Prove it to me”

    Jerome Ruaniko Mark

    July 20, 2011 at 3:25 pm

  2. P.S……….just a bit of useless trivia here……….the World’s safest Airline with the lowest track record for fatal crashes……

    Vietnam Air-lines……….(and yes they do have some planes!) Completely Government owned and subsidised………don’t ask me how much profit they actually make? But has the best safety record in the entire world, (according to my Trivial Pursuit game?)

    ira.

    Something to be said here for state owned and run airlines?

    ira

    March 31, 2009 at 11:28 am

    • That is interesting a very valid point…… but! (there’s always a but)

      Should governments really be in the business of operating businesses?.

      It can lead to bailouts and extra funds being pumped into a company because of someone’s incompetence while governments were not on the ball or turned a blind eye (excuse the clichés) e.g. State Bank disaster.

      So I guess there are pros and cons to privatisation and/or outsourcing. What companies need to do when considering outsourcing, is not only look at the dollars saved but their reputation as well. Will they lose credibility with clients/customers and employees etc. and mud tends to stick.

      To put it in a simple form ask yourselves this “Who would you trust to represent you at a job interview, considering not only your competencies but your personality, your attributes, your ethos and so on?” As for me if it were an interview with a recruitment company I’d send Damien Thorn, but hey like I said that’s me

      Pete

      April 1, 2009 at 4:28 pm

      • Even It Up! is loving the discussion that is going on here… keep it up!

        evenitup

        April 1, 2009 at 6:56 pm

  3. It becomes really quite concerning when services like baggage handling get’s outsourced, because after that then re-fueling gets outsourced, then maintenence, then catering, then security and the list goes on and on and on……..and the primary motive behind outsourcing is to produce a cheaper/less costly bottom line………but let’s not forget that nasty little thing called de-volution of responsibility……basically if something goes wrong…….then the main carrier goes hey don’t blame me……..i outsourced to ABCXY services………who somewhere down they track, may have outsourced to a third, or fourth provider………and the more you outsource the greater the risk of events happening because it becomes harder and harder to track what is actually happening with the product or service…….and when something does happen, there is this huge grey area where nobody accepts responsibility and or you just don’t know WHO is actually responsible……..typically because their are so many players in the field and each is trying to undercut the other and basically get more staff to do more for less, usually a LOT LESS, with a whole lot less resources……..

    really really dangerous when you have 200 odd tons of aircraft flying through the skies……

    ira.

    ira

    March 31, 2009 at 11:24 am

  4. Nice one Evenitup, I particularly like the union spokespersons comment…..

    “Transport Workers Union Queensland spokesman Hughie Williams said the strike was over Qantas’s new chief executive officer deciding to outsource work to a cheaper company named Aero-care.

    A CHEAPER company, the word does sum up this company perfectly including its recruitment procedures.

    Pete

    March 30, 2009 at 8:48 pm

    • Very interesting…..!!! Even It Up! will send Hughie Williams our jobseeker’s Aero-care experience.

      evenitup

      March 31, 2009 at 1:36 pm

  5. You want the short or the long answer………..short answer? (okay?) NO!!! Our illustrious G.M. who first posted, i would hazard a guess that he is NOT even a hundred per cent sure what the ACTUAL duties of a baggage handler is……….(okay, i gathered he knows that they do actually handle baggage………let’s give him credit for that) but other than that, i really don’t think he is much up for what his staff do….particularly the behind the scenes staff……..what he was quoting, about first contact and dealing with customers is the ticketing/counter staff…….NOT the baggage handlers………and i gathered when he goes for a wander, (probably to his long executive lunch) this is what he mostly sees………he didn’t actually quote any of the specific duties of a baggage handler………..(except to say his recruitment process was like speed dating……..EWWWWWW

    I think celebacy is the way to go………………

    ira.

    ira

    March 27, 2009 at 2:17 pm

  6. The only time i have seen baggage handlers is when baggage goes missing………..or is delayed because of a problem……….like TRUFU the sniffer dog is doing the rounds checking which international passenger has tried to get through custome with 5 kilo’s of kabana/cocaine, methylampethamines etc………..other than that you rarely see them?

    ira zettler

    March 25, 2009 at 10:12 pm

    • True Ira, so one has to ask the question: does the recruitment process actually match the requirements of the position?

      evenitup

      March 25, 2009 at 10:18 pm

  7. Just a thought…since when to baggage handlers (wasn’t that what he originally applied for) interact with the public…and have a need to make a quick first impression. I’ve flown many times and never met a baggage handler.

    Bek

    March 25, 2009 at 8:10 am

    • Good point, Bek! Clearly, this company has not interrogated its recruitment practices and looked at the requirements for each position and fashioned requirements and processes accordingly.

      evenitup

      March 25, 2009 at 8:13 am

  8. Just an interesting point here……….Aero-care (general manager?) quote that no two days are the same in his industry, why is this? As a person who has worked at a senior/managerial level, i have learnt that consistency of routine, is one of the BEST ways to avoid pitfalls or some sort of unintentional crisis, (like hey, I’m Roger your pilot on flight 203 and i’ve just consumed half a bottle of tequila and twenty Valium, because i have been depressed for 15 months and NOBODY has noticed!) I would have thought in an industry such as the airline industry, consistency of routine, and familiarilty with a specified set routine should be mandatory……..or we would get flight 203 dropping out the sky because Roger hasn’t been assessed for 15 months or the re-fuelling team decided to do something different for a change, and not bother to re-fuel the plane………

    The point being here is that whole idea/emphasis on the recruitment process needing to be fast, haphazard and (weird) to test the applicant is just a load of old cods-wallop, as the people who are going to stand out are those who are either “manic” or so psyched up waiting for something to go wrong, you have to wonder what kind of work environment they come from? Calmness, consistency, punctuality and reliability is what i would be looking for and there is NO way you can determined in 30 seconds???

    ira zettler

    March 24, 2009 at 7:02 pm

    • Completely agree! They are probably going on the 5 second rule, as in the time it takes a human being to make a judgement about another. And they are probably recruiting along the lines of the mirror i.e. who they think is exactly like the recruiter. This is actually not good for diversity and the organisation will eventually run out of puff because there is no fresh thinking.

      evenitup

      March 25, 2009 at 7:52 am

  9. Footnote:

    First email returned, Delivery Failure. Email resent to all other Managers/Coordinators collectively. I’ll post their response.

    Pete

    March 24, 2009 at 1:47 am

  10. I couldn’t resist, I had to be proactive so emailed Aero Care, as per below. Wasn’t sure to whom but I’m sure it will find its way to the right person.Speed dating!!! what next, assessment via Yahoo with Psychometric Testing on MSN and finally a Letter of Offer stating…”OMG u got da job”

    I do think I hear the echoes of Performance Appraisal.

    Dear Ms. Knickel

    Having read your Business Manager’s response on Even It Up at https://evenitup.wordpress.com/2009/03/21/aero-care-doesnt-care-at-all/

    I can honestly tell you it was appalling, less than professional and frankly unbecoming of a company in 2009. So let me give you some advice.

    Regardless of the feedback received, this one included, what a company needs to keep in mind is this, every person who approaches your company, whether its an enquiry about your services, asking you for the time, or seeking employment, they are a potential Aero Care customer, and/or an Aero Care advertisement by proxy.

    One wonders if this feedback were from existing clients or customers, whether you would be as defensive and less than professional as you were to a jobseeker i.e. Likening a job interview to speed dating

    Jobseekers are not begging for money or donations, regardless of socio economic background or qualifications, if they are genuine jobseekers they are doing their best to source work, offering “their” time attending interviews, which is just as valuable as yours, please bare that in mind. In times such as these one would be foolish to risk bad publicity.

    As stated on Even It Up, you should have accepted the criticism and apologised for any inconvenience caused and encouraged them to apply again.

    Finally, first impressions do count and if your letter was anything to go by then you certainly are a terrible representation of what Aero-Care is and seeks in an employee especially when dealing with Adelaidians, a small yet quaint city where the “Six Degrees of Separation” is alot less.

    Regards

    Peter Smith

    Pete

    March 24, 2009 at 1:28 am

    • Fabulous stuff! Even It Up! is thinking critical mass is alive and well!

      evenitup

      March 25, 2009 at 7:47 am

  11. I also forwarded the lowdown report onto areo-care management (as I do with many of the lowdown reports)…tell me I’m naughty

    Jojo

    March 23, 2009 at 11:54 am

    • You are not naughty at all… it’s the only way to get recruiters to look carefully at their processes, and how their staff could be helping or hindering their employer brand. Even It Up! emailed the CEO and the BDO of Aero-Care and let them know we were posting… still no response!

      evenitup

      March 23, 2009 at 2:57 pm

  12. Speed dating??? This kind of phenonemon is essentially where a group of giggly, disinterested and or just plain desperate single/s join in, to find a partner/love interest/squeeze etc, through some rather odd/untried and or dubious methods? Honestly, the best you can get out of speed-dating is the bonus of finding some new friends and or if you are extremely lucky, someone half reasonable whom you might go on to find wants to committ to something permanent etc……at worst you will meet sleazy, desperate, stalker, (my mom knits my socks etc) type of characters! What on earth has speed dating got to do with tried and true employment/recruitment processes? Your reply, (as a so called manager/senior employee??) floors me……..Umm, i don’t know where you work, but my employers have always been my employers NOT my family!…….this kind of inference suggests a possible flawed line between people you work with and people you are psychologically close with…..(ah have you never heard of transference and counter transferance issues.) In a close contact/customer service and or human service role, your professional conduct limits just how CLOSE you get with your client/target group. As a person with professional counseling/human service qualifications, (i am a member of the A.A.C.W.W) i suggest you seek urgent redress on how you view your employees and the entire recruitment process, as it has some obvious and very major psychological flaws to it. To process and decide on an applicants suitability via 15 to 30 seconds of contact, is just sublimely ridiculous and begs me to ask the question, if your organization, actually carries out its training in a similar manner? As a qualified vocational trainer, i am appalled that your process of recruitment subjects potential applicants to such high levels of stress and such limited variables that can not honestly be determined in the first minute of assessing a person. It also also going a number of basic principals of assessment, (AQTF) which state that an applicant should be assessed using a number of variables and or situations and that these demonstrations of competency, must use at least three different formats in order to be fair and consistent.

    I am not going to personally comment on the person who wrote to this column and his experiences, as i was not there personally to quantify them. As an organization, you yourself have the right to manage. As a professional with a number of years experience, i will comment on the general/generic process at hand and say that it appears unfair, bizarre, stressful and does not seem to use any logical processes. I also will just add that your organisation advertises consistently for staff (such as baggage handlers) why is this? It would be interesting to note the actual retention rate of the staff YOU do recruit.

    Yours,

    Miss Ira Zettler.

    ira zettler

    March 22, 2009 at 4:45 pm

    • Thank you Ira… Even It Up! has not had a response from Aero-Care, but we were shocked with the way they viewed recruitment. We shook our heads in collective disbelief at the “speed dating” item also. We would also guess that their corporate culture is not up to speed given the churn of staff…

      evenitup

      March 23, 2009 at 3:06 pm


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: